Regional Manager, OR1 Customer Success - East

KARL STORZ North America is a global leader in medical technology and advanced visualization solutions. The Regional Manager, OR1 Customer Success is responsible for leading a team of Customer Success Managers and ensuring the successful execution of Operating Room integration projects, focusing on delivering exceptional customer experiences.

Responsibilities:

• Lead and develop a regional team of Customer Success Managers, providing coaching, mentoring, and performance management
• Oversee Operating Room integration projects to ensure installations are completed on time, within budget, and deliver an exceptional customer experience
• Partner with Sales during the pre-sales process to support project planning, proposal development, and customer expectations
• Collaborate cross-functionally with Service, Deployments, Engineering, and Sales to ensure alignment throughout each project
• Drive customer satisfaction by establishing best-in-class communication before, during, and after every installation
• Monitor key performance indicators, including revenue, profitability, customer satisfaction, project execution, and operational efficiency
• Develop team training plans and strengthen technical capabilities to support current and future business needs
• Identify opportunities to improve operational processes while driving accountability and continuous improvement across the region
• Serve as a technical resource for the Customer Success team, providing guidance on integrated operating room technologies and installation best practices
• Ensure customers successfully adopt and maximize the value of their OR1 solutions following installation

Requirements:

• Bachelor's degree in Construction Engineering, Construction Management, Engineering, Civil Engineering, Computer Engineering, or a related field; or equivalent experience with the required technical expertise
• 3–5 years of experience in consulting, project delivery, or project management
• 5–10 years of experience in a technically focused role involving audiovisual (AV), networking (IP), or integrated technology solutions
• Proven experience leading and developing remote teams in a field-based environment
• Strong background managing complex projects while working within cross-functional, matrixed organizations
• Demonstrated success driving process improvements and operational excellence
• Excellent communication, leadership, organizational, and interpersonal skills
• Ability to travel up to 50% throughout the U.S., Canada, and Mexico and meet hospital credentialing requirements
• Experience within the medical device, healthcare, healthcare technology, or integrated operating room environment
• Strong technical understanding of integrated AV, networking, cable infrastructure, and operating room technology
• Ability to balance customer expectations, business priorities, and project profitability while delivering exceptional service
• A collaborative leadership style that develops talent, fosters accountability, and builds high-performing teams
• Strong business acumen with the ability to navigate ambiguity and make sound decisions in fast-paced environments
• A passion for continuous improvement, customer success, and creating lasting partnerships that extend beyond installation